Compassionate Compliance: Handling The Homeless At Your Facility

The self-storage industry serves millions of people across the country, providing convenient solutions for storing personal and business belongings. However, as homelessness rates continue to rise in many cities, storage facilities face a growing challenge: preventing homeless individuals from living in their units while maintaining smooth operations and ensuring customer satisfaction with safety and sufficiency.

 

When a self-storage facility is initially instituted, dealing with unhoused individuals should always be a factor to keep in mind. With homelessness on the rise, unfortunately more individuals are left in desperate circumstances. Lou Barnholdt, the vice president of Universal Storage Group (USG), discusses the issue with integrity and compassion. “We have a responsibility to protect our tenants, but we cannot lose sight of the human element,” she says.

 

Living in a storage unit is both dangerous and illegal. Units often lack proper ventilation, climate control, sanitation, and emergency access—conditions that can quickly become life threatening. Be that as it may, increasing housing instability has led some individuals to view storage units as a last resort shelter. “It is often out of desperation,” Barnholdt says, “and it’s not what they want to do.”

 

Due to the complexity of this issue, storage operators address the security and empathy aspect with a sensible balance. Operators utilize a combination of security measures and operational policies. Facilities often install motion detectors inside units, security cameras in hallways, and door alarms on individual units that alert staff to after-hours access. Regular lock checks and routine inspections help ensure compliance with rental agreements that explicitly prohibit using storage units as living spaces.

 

Employee training is also critical. Staff are instructed to look out for tell-tale signs, such as customers spending excessive time on site, unusual power hookups, or evidence of food and bedding. When suspicions arise, managers are expected to investigate discreetly and take appropriate action, such as issuing violation notices or terminating rental agreements.

“We train our teams; we conduct consistent walk-throughs, and if they find something, they are learning to move forward with compassion and give those people some dignity. We refer them to outreach programs,” states Barnholdt.

 

It is important to uphold strict security at every self-storage facility and keep a very involved staff on site at almost all times. Frequently checking security systems and vacant units or exercising further investigation by taking routine walk-throughs of the facility can all contribute to preventing unhoused individuals from living in storage units.

 

Customer complaints about suspected unauthorized occupancy or related issues, such as odors or increased foot traffic, require prompt and professional responses. Facility managers typically begin by quietly investigating the complaint, gathering evidence before enforcing facility rules. If a tenant is found to be living in their unit, the rental agreement is terminated and eviction procedures are initiated in compliance with state laws. In cases where safety is a concern, local law enforcement may be contacted.

 

Overall, this is a delicate issue, especially when considering all parties involved. Barnholdt emphasizes their “proactive and respectful support” for not only the customers but the individuals who have violated the terms of agreement. It is not ideal to evict a tenant for transgressing their contract, but it is also not ideal when multiple other tenants are potentially affected with discomfort or even distrust in their facility. There is a fine line to walk when it comes to handling the homeless; one must find a balance of compassion and professionalism.

 

The Arizona Self-Storage Association (AZSA) has taken a proactive stance by launching a homeless prevention project. This initiative partners with community organizations and service providers to connect at-risk tenants with emergency shelters, rental assistance, and social services before eviction becomes necessary. This approach reflects a growing recognition within the industry that collaboration and early intervention can be more effective than punitive measures alone.

 

AZSA noted that, “Homelessness in Arizona reached crisis levels, increasing 23 percent and leaving more than 13,000 Arizonans unhoused.” These are record numbers that should be met with concerns as to resolve the issue and further lead these individuals to the correct resources that will meet their needs. Rehousing is the answer to homelessness, not penalizing and ostracizing this community.

 

By offering referrals, resources, and alternatives, storage operators can help mitigate homelessness rather than inadvertently contribute to it. This strategy also aligns with business goals by maintaining facility safety and customer satisfaction while supporting broader community welfare.

 

On the ground level, self-storage operators must balance enforcing facility rules with addressing the complex social realities faced by some tenants. Many facilities have adopted policies that formalize this balanced approach. For example, tenants facing eviction may be provided with printed lists of local shelters and service agencies.

 

It is important to build greater industry collaboration, such as the AZSA practices. These partnerships maintain a safe environment, as they provide all the necessary resources to handle any expected or unexpected situation. Some facilities have established partnerships with nonprofits to create referral networks, enabling staff to direct individuals to appropriate resources.

 

Employee training materials increasingly include guidance on engaging compassionately with distressed tenants while upholding operational standards. This dual focus on enforcement and empathy helps facilities manage challenges effectively while maintaining their commitment to community responsibility.

 

Legally, self-storage operators are obligated to prevent residential use of their units. Rental agreements explicitly prohibit occupancy, and violations can result in termination and legal action. However, operators must navigate these situations in accordance with state laws governing eviction, tenant rights, and privacy. Barnholdt says, “We do not manage real estate. When you’re writing the lease, showing the unit, demonstrating your property, and going over the rules and regulations, you are trying to stop this issue at the front end.”

 

Industry associations, such as the Self Storage Association (SSA) and AZSA, provide guidelines and resources to help facility owners and managers handle these complexities. Best practices include documenting violations carefully, following legal eviction processes, and engaging with community resources where possible.

 

As homelessness continues to be a national crisis, the self-storage industry finds itself facing an often overlooked aspect of the issue. Facilities are not designed to serve as housing, but they sometimes become a refuge of last resort. Barnholdt notes that homelessness “is a deeply complex issue; it touches almost everyone in some way. Self-storage isn’t exempt from it.”

 

By implementing robust prevention strategies, fostering partnerships with community services, and training staff to respond with professionalism and empathy, self-storage operators can address these challenges constructively. Industry initiatives like AZSA’s collaborative project demonstrate that storage facilities can play a positive role in addressing homelessness while upholding safety and operational standards.

 

Preventing homelessness in self-storage is not solely about security systems and rule enforcement—it also involves recognizing the human challenges behind these incidents and responding in ways that are both responsible and compassionate.

 

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Ciera Rupp is a New York-based freelance writer with a passion for crafting engaging content across various niches.